Complaints

Tell us what has gone wrong We would rather hear about a problem than lose your trust. Use the contact form on our Help & Contact page, with Complaint in the subject line. Please include: - your name and order number, if the complaint is about an order - what happened, and when - photographs, if the complaint is about a product or a damaged delivery - what you would like us to do to put it right What happens next 1. We acknowledge your complaint within 2 working days. 2. We investigate and give you a full response within 10 working days. If we need longer, we will tell you why and when to expect an answer. 3. If we got it wrong, we will say so and put it right — a replacement, a refund, or a change to how we work. If you are still not happy Ask us to escalate your complaint and a senior member of the team will review it and respond within a further 10 working days. Independent help If we cannot resolve matters between us, you can get free advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk, and consumer complaints can be referred to Trading Standards through them. Complaints about how we handle your personal data can be made to the Information Commissioner's Office at ico.org.uk. Product safety If you believe a product is unsafe, stop using it immediately, keep it, and contact us straight away so we can investigate and, where necessary, report it to the relevant authority.